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97 Cards in this Set
- Front
- Back
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What does C.R.F. stand for? |
Customer request form |
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What is Uniform Advantage? |
An alternative to paying unplanned charges for damaged / destroyed garments. Does not cover lost or unreturned garments. |
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When should you start discussing AR with a customer? |
Immediately at 30 days |
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What makes up the total inventory of the customers physical inventory? |
Garments in Cintas possession + garments in the customers possession . |
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What is the minimum expectation for your Accounts Receivable? |
Less than 5% |
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What is our net billings goal? |
98% or better |
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What is our L/R goal percentage? |
17.5% |
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What is our material cost goal? |
15.75% |
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Who is ultimately responsible for the quality of the appearance and upgrading of the garments? |
SSR |
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What is the maximum you can achieve on your net billings? |
100% |
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If a customer only returned 90 out of the 100 shop towels they rented, what should you do? |
Notify the customer you will bill them for 10 missing shop towels at their LR rate |
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What does G.R.F stand for? |
Garment request form |
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What is out of service Garments? |
Garments returned to the stockroom for cleaning, grading and storage until requested from a customer. |
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What is a good alternative to measuring a customer? |
Provide size samples to try on. |
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What is the standard term of the cintas service agreement? |
60 months |
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Who are the good competitors in our market and why? |
G&k Aramark Unifirst They offer similar products as us. Decent customer service |
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Who are poor competitors in our market and why? |
Prudential Mission linen Horrible customer service Bad market reputation Not local operators Poor uniform quality |
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If a customer pays by check, what information is put on the check? |
Route #- Day- Customer #- and last 3 digits of the invoice |
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Briefly describe what the new customer Onboarding program is |
-Transition of trust between the Sales rep and the SSR Is someone who hasn't bought or used our services in over a year. |
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Who is the Group Vice president? |
Michael hicks |
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Who is territory senior vice president? |
Bill Cronen |
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Who is HR DIRECTOR? |
John Meyers |
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Who is the President and COO? |
Todd Schneider |
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Who is the CEO? |
Scott Farmer |
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Who is the sales manager? |
Victor Guzman |
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Who is the regional Sales VP? |
Anthony Bandura |
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Who is the Senior Vice president of sales? |
Bob Mitchell |
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Who is the Plant Manager |
Greg Zamora |
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Who is the Stockroom Supervisor |
Amanda Lopez |
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Who is the 2nd shift Supervisor |
Olmer Hercules |
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Who is on the Service Support Team? |
Sandy, Maritza, Jennifer, Jim, Albert, David, Rick and Tim and Nathaniel |
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What is the principal objective? |
We will exceed our customers expectations by maximizing the long-term value of Cintas for its Share holders and Working partners |
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What are the elements of our Corporate Character? |
Professional Thorough High principal and moral values High standards of performance Spartan approach Enthusiastic Competitive urgency Positive discontent |
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Definition of competitive urgency |
Attending to every detail of our business with a sense of urgency, enthusiasm, thoroughness as if failure to do so would result in a lost customer or lost partner. |
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Def. Positive discontent |
The spirit of continuous improvement that is never satisfied with the Status Quo. |
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Explain how the review process works at Cintas? |
For the 1st two years, you will receive a review every 6 months. After that, the review will be annually. |
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What are typical uniform buying motives? |
Image Identification / security Soil separation Sanitation Safety Quality Productivity Easy to do business with. |
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What is Cintas' open communication process? |
Our open door policy. Should always be met through the chain of command. |
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Why do companies rent Uniforms? |
-Cintas can remove the soil better than home laundry -Can add or stop people at little or no cost -Convenience -garments picked up and delivered -Replacements for normal wear and tear -Size changes and replacements at little or no cost -Supplier responsible for wearer's appearance -Cost effective in turn over situations -Sanitation -Government requirement -Employee benefit |
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Why do companies buy uniforms? |
Low employee turn over Light soil content and wear condition Highly customized uniforms Uniforms aren't readily available for pickup. |
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What are typical FS buying motives? |
Image Soil protection Sanitation Safety Convenience Minimize management involvement Trap moisture Comfort under foot |
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Why do companies rent FS products? |
Product offering Control housekeeping costs Convenience Reduce depreciation Promote healthy environment Cleanliness issues Hygiene products |
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Why is out market reputation so important? |
11/3 rule Negative issues spread like wild fire |
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How can you increase your chances of customers staying with us? |
Building a relationship Its harder to quit a friend then anything else. The more product they get from us. The harder it is to leave us. |
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What are the 4 service quality absolutes? |
The customers want their uniforms and products. The customers want it on time. The customers want it clean and functional The customers want to like and trust their service provider. |
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What are component's of the SSR PAY PLAN? |
Hourly Overtime Commission Premium pay Renewals Sales leads Quarterly bonus Direct sales Contest |
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Why is the soil separation a SSR does important to our customers? |
Soil separation is the key ingredient to getting the customer garments clean and on time. Its also an SSR'S responsibility to show the customer the importance of soil separation. |
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Why is having an,organized truck important? |
Safety Eliminates the possibility of errors Cross contamination Also a representation of the SSR |
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Why is route sequence important? How do you make changes to your route sequence? |
Preset to make days more efficient. Helps eliminate the possibility of errors. Fill out a maintenance form and turn into your service manager. |
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Why,is having a neat delivery area important? |
Its the first place our competitors visit. Eliminates errors Its a representation of the SSR and Cintas. |
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What things should the SSR do to keep the delivery area neat and organized? |
Maintaining lockers and garments in sequence to keep up with the appearance. Organize and maintain the hangars, rubber bands. Ensure repair tags are available and the lockers are properly labeled. |
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What information is found on the ID tape? |
Route-Day-Customer-employee # - last name - month&year-grade, Item number |
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Explain how the individual garment check sheet works? |
It tracks the dirty garments, the clean garments, and anything on order. |
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Describe to me what the bulk load sheet is? |
Everything needed to run route for that day except garments. |
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If you credit a bulk item charge at a customer, where will that information show up? |
Route sales sheet, Effects our net billings. |
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Explain why net billings is important? |
Cintas wants to realize 100 % on their billings with each customer. Periodically, a situation will arise where a credit is due to a customer. Those credits should be kept to a minimum. |
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Why do we charge LRs? |
Because we own the product. the customer pays a small price to rent the product. Much less than it would cost to purchase products. |
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Tell me all the products that you have access to provide a customer for their restroom? |
Papertowel, toilet paper, soap, seat covers, auto drip, auto flushers, air freshner, sanitizer, and urinal mats. |
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If a customer has money in 30 days what steps should you take? |
Bring it to the customers attention. Advise them that if they roll to 60 days, their service can be interrupted. |
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What do you do if you get a " No check - No service " CRF? |
Ask for payment feom the customer before you service the account. If the customer doesn't pay, pick up products and make payment arrangements. |
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Explain how the repair tag / repair bag process works? |
Separate it, pin it, document on the inventory form, enter it into the PRC. Drop off at the plant. Following week, when you return to the customer, you make seconds that count. |
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How would you take credit with the customer, using seconds that count for repairs? |
Making the customer aware that the repair was made. What we do on the account can be invisible to the customer. |
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What type of accounts will the plant not look to proactively upgrade? |
NOG Rough wear |
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What are the four most common grades of garments? |
Grade A Grade B Grade C Grade S |
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Explain the difference between an A grade garment and an S grade? |
Grade A is Brand new Garments Grade S is used garments still in circulation. |
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If you have questions about why a Garment was a S grade - who should you talk to? |
Amanda Lopez in the stockroom |
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What is the golden rule of upgrading? |
If you wouldn't wear it. They shouldn't wear it. |
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What are the main areas of the production flow? |
Unloading Washing Sorting Sammy and pammy Wrap out Repair Stockroom Loading |
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Why is it important to keep your emblem trim codes updated? |
To ensure that customers garments are brought to them on time. Also effects material costs and ultimately your net billings |
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Explain to me what is meant by Even billing? |
Monthly billing, every 10th of the month. A 52 week billing that already includes employee vacation, sick days and holidays factored into the bill. |
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What is an invoice minimum? |
The minimum amount we can service an account weekly. |
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What is important to do when changing a bulk product from weekly to monthly? |
Increase the price to the correct multiplier. |
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What products should not be rented on any frequency other than weekly? |
Uniforms Terry towels Microfiber towels Parts washer. |
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Describe the flow of a Garment Request to filing the order? |
Order on Prc GRF gets generated Stockroom attempts to pull or order from DC Emblems are ordered Apply the emblems and ID tape Sent down the line before day of delivery Make seconds count |
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What steps should you take each evening to prepare for the next day? |
Go through invoices, gather any special items for the next day |
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When sizing a wearer what information do you need to order various products? |
Coveralls - chest Executive - by neck Pants - waist &length Shirt- size |
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What are the fundamental areas to increase business on your route? |
Adds over stops Preventing loss business Sales leads Catalog sales Renewing customers L/R's |
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What are the main actions of the customer coaching portion of the Onboarding process? |
SSR counts Review with customer the turn in check sheet Train the customer how to review the check sheet Make sure the customer is maximizing the value of cintas while building trust. |
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What is a PRD and what does it stand for? |
Covers program specific for National Accounts |
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Briefly describe the NPS ( Net Promoter System ) classification |
Customers are either promoters, passives, or detractors. The scoring system is a mathematical equation. Detractors minus promoters . |
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Tell me the four main components of creating raving fans and why are they important? |
They love us. They grow with us. They stay with us. They recommend us The customers is our bread and butter. They pay our bills. |
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Who is responsible for everything that happens on their route? |
SSR |
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What is the most common injury on the route? What ways have you learned to avoid this? |
Back injury Stretch Safelift Using the cart |
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What is the next most common cause of injury? What ways have you learned to avoid this? |
Slips, trips, and falls. 3 points of contact Proper PPE Never step where your eyes haven't seen |
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What is the DVIR? Who has to fill it out? How often? What do you do with it? |
Daily vehicle inspection report SSR Daily and End of month Turn it into check in partner |
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What should you do if a customer tells you they want to quit and to pick up your products? |
Use ECIR to determine the reason why, If it fails, let the customer Know your going to review their agreement and get back to them within 24 hours. Do not pick up any product. Notify manager immediately after leaving the stop |
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How soon should you renew a customer? |
Whenever there is any major changes to the account. As often as possible and when there is a new owner. |
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If you renew a customer and you lower the prices and only get the renewal for 36 months, what must you do when you turn in the renewal? |
Give the renewal to the service manager. The manager then creates and exception form which gets submitted to the VP Michael Hicks for approval. |
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What is the credit hold procedure on existing accounts? |
Attempt to work out a payment arrangement. If the customer still doesn't pay. pick up what you can and put the account on hold. |
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Go through the process for checking in with customer service. |
Check in with customer service. Check your folder for any open CRFs. Attempt to close the CRFS. check in with AR. then check in with check out |
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If you're servicing a customer and they are closed when you arrive, what should you do? |
Call customer, make arrangements to come back later that day or the very next day. |
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Should you mark out a Garment before check-in or after check in? |
After check in. |
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What is Cintas ' guarantee on items you sell as a Direct Sale? |
100% guarantee or your money back |
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Explain the make up charge |
Its a one time fee to setup new uniforms |
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What is the under promise over deliver theory? |
It is important not to make unreasonable promises to the customer. Wheb promising to the customer, make sure it meets their expectations then act with competitive urgency and take credit for the service provided. |
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Describe what it means to " make seconds that count. " |
Taking the opportunity to share with the customer the things you are doing with their account. It can seem invisible to the customer until you share the details. |
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Why is it important FRC GARMENTS are properly soil separated? |
Safety We want to make sure it meets their safety requirements. |
